Summary:

The Listening and Response Mechanism Supervisor has the overall responsibility for ensuring the maintenance of the Project Social License by driving the identification, recording, reporting, and resolution of issues, complaints, grievances and appraisals.

Responsibilities:

• Recruiting, hiring, and onboarding new team members with strong listening, communication, and critical thinking skills.
• Evaluating and providing performance feedback to team members regularly.
• Be the custodian of the Community Listening and Response Mechanism Process by identifying improvement opportunities and facilitating its implementation and use.
• Be the “One Maestro” driving the appropriate functioning of the CLRM framework by ensuring the people responsible for its individual components perform accordingly.
• Monitoring the overall performance of the listening and response mechanism, including response times, resolution rates, and customer satisfaction.
• Identifying and analyzing trends in incoming inquiries and responses to identify areas for improvement and implement recommendations to improve the efficiency and effectiveness of the system.
• Reviewing and auditing responses to ensure they are accurate, timely, courteous, and professional.
• Developing and implementing quality control procedures to maintain high standards of the system.
• Develop with the participation of other departments action plans to address issues, complaints, grievances, and appraisals captured on the system, ensuring compliance on delivering it.
• Generating reports and making presentations on the performance of the listening and response mechanism, including key metrics and trends to different stakeholders.
• Ensuring compliance with all relevant laws, regulations, and company policies.
• Developing and maintaining knowledge bases and FAQs.
• Collaborating with other departments to ensure a seamless customer experience.
• Manage the hotline services ensuring compliance with company rules, Mozambique Legislation, and industry best practice.
• Ensure knowledge and awareness about the system to relevant stakeholders.

Qualifications:

• Min. of 8 years of relevant working experience with Social Performance and Grievance Mechanisms particularly in Extractive Industry/ Oil and Gas in Mozambique or other countries in Africa sub-Sahara.
• Solid knowledge of the applicable International Performance Standards and Mozambique Legislation.
• Experience collaborating effectively with internal and external stakeholders, including management, team members, and implementation partners.
• Min. Bachelor’s degree in a relevant field (business, communication, economics, sociology, etc.) or equivalent experience.